Team Leader - Customer Communications

Salary: From £34,917

Working Hours: 35.75 hours per week | Monday-Friday (08:00-18:00, flexible)

Benefits:

• Competitive salary starting at £34,917
• Flexible working hours to support work-life balance
• Supportive, people-first culture with a strong focus on wellbeing
• Clear opportunities for career development and progression
• Collaborative and social team environment
• Opportunity to make a real difference to customers' lives
• Join a purpose-driven organisation focused on doing the right thing
• Stability of a growing, established UK organisation
• Ongoing investment in training, coaching and development

About the Role

We are looking for a Team Leader - Customer Communications to lead a high-performing team delivering exceptional customer service across digital channels such as email, app messaging, and emerging platforms.

You'll be responsible for driving high-quality customer outcomes, ensuring enquiries are managed end-to-end with accuracy, empathy and regulatory compliance. This is a hands-on leadership role focused on performance, coaching and continuous improvement.

Key Responsibilities

Leading & Developing Your Team

• Motivate, coach and develop a high-performing team
• Conduct regular 1:1s, performance reviews, and development conversations
• Foster a positive, engaged and supportive team environment
• Set clear expectations around ownership, quality and customer-first behaviours

Delivering Outstanding Customer Experience

• Oversee customer enquiries across digital channels end-to-end
• Drive a first-contact resolution mindset
• Ensure all communication is clear, empathetic and professional
• Support handling of complex queries and complaints

Quality, Compliance & Process

• Ensure all activity meets regulatory and compliance standards
• Oversee complaint handling, ensuring accurate logging and resolution
• Monitor quality assurance outcomes and identify improvement areas
• Ensure all communications meet high standards and audit requirements

Performance & Continuous Improvement

• Manage team performance across KPIs (quality, productivity, outcomes)
• Use data, MI and feedback to improve performance
• Manage workload, volumes and service levels effectively
• Support change initiatives and evolving digital communication channels

Supporting Vulnerable Customers

• Ensure vulnerable customers are recognised and appropriately supported
• Promote a compassionate and customer-first approach

About You

Essential Skills & Experience

• Proven leadership and people management experience
• Strong coaching and performance management skills
• Excellent written communication and attention to detail
• Ability to manage competing priorities effectively
• Good understanding of customer service principles and delivering outcomes
• Knowledge of process, quality and compliance frameworks

Desirable

• Experience in digital customer communications
• Background in a regulated or financial services environment
• Experience managing complaints or complex customer issues